Retention analytics

The Retention Analytics dashboard helps you track how effectively you are "saving" revenue during the return process. Instead of simply issuing a refund, this dashboard focuses on the distribution between cash refunds and customer retention resolutions like coupons and gift cards.

Why use Retention Analytics?

Understanding your retention rate is key to maintaining a healthy cash flow. By monitoring these metrics, you can identify opportunities to encourage more customers to choose store credit or coupons over a standard refund.

Note on Compatibility: This dashboard displays data for return resolutions created directly within Returnless (Refunds, Coupons, or Gift Cards). It is available for users integrated with: Shopify, Adobe Commerce (Magento 2), Shopware 6, WooCommerce, BigCommerce, Lightspeed, and our Open Integration (API).

Understanding the Metrics

• Refunds: The total count of cash-back transactions initiated.
• Refunded Value: The total monetary amount returned to customers' original payment methods.
• Coupons: The total count of store credit or discount codes issued.
• Coupon Amount: The total monetary value retained within your store through credit.

Analyzing Retention Trends

1. Coupon Amount vs. Refunded Value

This line graph tracks the daily monetary volume of refunds versus coupons.

• Goal: A narrowing gap between the blue (refund) and green (coupon) lines indicates a successful retention strategy.

2. Coupons vs. Refunds Distribution

The donut chart provides an instant "Retention Score."

• Blue (Refund): Money leaving the business.
• Green (Coupon): Money staying within your ecosystem.

3. Distribution Over Time

The stacked bar chart shows the percentage breakdown of coupons vs. refunds for each day. This is particularly useful for tracking the success of new return policies or "Bonus Credit" promotions (e.g., offering 110% value if the customer chooses a coupon).

How to Filter & Export

Filtering Your View

Open the Controls sidebar on the right to segment your retention data:

• Country: See which regions are more likely to accept coupons over refunds.
• Resolution Type: Focus specifically on coupon performance.
• Product: Identify if certain products are more likely to result in a "save" versus a total refund.

Exporting for Accounting

To share these figures with your finance or marketing teams:

1. Summary Export: Use the Export button at the top right to download the full dashboard as a PDF, Excel, or PNG.
2. Transaction List: Scroll to the Return Orders table at the bottom to see individual resolutions. Click the three dots (⋮) > Export to download a CSV (Raw or Formatted) file. This is perfect for importing into your accounting software or CRM.